Service Delivery Manager

Airbus Protect; Filton; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Great benefits

Hybrid working

25 days holiday

Pension scheme

Profit sharing scheme

Job summary

Airbus Protect Limited seeks a Service Delivery Manager to effectively manage client relationships and drive service delivery within ITIL frameworks. You will oversee SLA adherence, reporting, and governance for cyber and security services, coordinating changes and improvements across multi-functional teams.

The role requires SC clearance, ITIL expertise, and strong communication to support bids and contract growth while aligning with Airbus values.

Qualifications

• Security and service management professional with ITIL qualifications.
• Experience in cyber, SOC, and security reporting and governance.
• Ability to engage stakeholders and manage service delivery within SLAs.

Responsibilities

• Manage internal and external client relationships and service performance.
• Lead security incident governance communications and escalation.
• Coordinate changes, reporting, and continual service improvement.
• Provide input for bids and ensure alignment with contracts and SLA terms.
• Work within ITIL framework and cross-functional teams to deliver services.

Skills

ITIL Foundation

ITILv3/v4

Cyber and SOC experience

Security Tooling Awareness

Agile Leadership

Financial and Commercial awareness

Ability to write proposals

Communication skills

Change Advisory Board participation

Education

SC Clearance

PRINCE2 Foundation

Awareness of ITIL v4

GOV/Security policy knowledge

Tools

Remedy

ServiceNow

Jira

Microsoft Office

Google Applications

SIEM/Security tooling

EDR/XDR tooling

Job description

Job Description

The Service Delivery Manager role will effectively manage clients, both internal and external to Airbus, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service.

The role ...

• Will manage a mixture of internal and external clients: within ITIL framework.
• Manage the client relationship from a service quality and operations perspective and ensure Airbus delivers to its service level agreements at minimum.
• Act as the client advocate on operational and service management matters.
• Responsibility for baseline budget, once a project has transitioned into service.
• Provide input to Senior Management reports and meetings for managed clients.
• Delivery of Weekly & Monthly Service Reports to the customer.
• Ensure customers receive the level of service signed in the SLA.
• Ownership of review meetings with the customer during service operations.
• Being part of the Change Advisory Board to review, approve and progress normal and urgent changes.
• Coordinate small changes outside of the baseline design.
• Coordinate risks, with pertinence to managed clients.
• Ensure that Continual Service Improvement measures are delivered and implemented where benefit can be realised.
• Being available for escalation, should high priority incidents or commercial disputes need to be managed.
• An understanding of the commercial T&C’s and SLA’s, to be in a position to legitimately discuss service commitment.
• Engage with Service Transition Management to ensure that projects move to live service effectively and efficiently as per the ITIL framework.
• Underpinning contracts with 3rd parties are maintained in order to deliver the required service levels.
• Consultancy and input for bids and ITIL related questions.
• Seek to Align and uphold Airbus values with client and internal teams.
• Seek to deliver contract growth.
• Be aware of existing and planned Government Security Policy.
• Provide input for proposals to gain incremental business.
• Ability to cover other Service Management process roles.
• Security Incident Governance: Lead high-visibility communications and executive updates during major security incidents, breach containment, and crisis management events in coordination with the SOC lead.
• Cyber Metrics & Reporting: Deliver and present specialized security reporting (e.g., Mean Time to Detect/Respond [MTTD/MTTR], vulnerability threat postures, SOC ticket volumes, and SIEM/EDR coverage).
• Compliance Alignment: Ensure delivered services align with relevant security frameworks (ISO 27001, NIST, NCSC Guidelines).
• This will be a Hybrid role

Are you the one?

Hard Skills/Qualifications

• Clearance: SC as a Minimum.
• ITILv3 and v4 - Foundation, Strategy, Design, Transition, Operation and CSI qualifications as a minimum.
• Awareness of ITIL v4.
• Cyber and SOC experience.
• Security Tooling Awareness: High-level familiarity with SIEM, EDR/XDR, Vulnerability Management platforms, and SOAR tools (e.g., Microsoft Sentinel, CrowdStrike, Splunk, ServiceNow SecOps).
• Microsoft Office.
• Google Applications.
• Ability to coordinate activity within different groups.
• Experience of working within a service environment.
• Experience of using Service Management workflow software such as Remedy, Service Now and Jira.
• PRINCE2 Foundation.
• Agile Leadership
• Financial and Commercial awareness.
• Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management).
• Ability to write proposals to gain incremental business.

Soft Skills/Qualifications

• An eye for detail.
• Good communication skills both written and oral.
• Ability to present or engage at most levels within an organisation
• Good client relationship management skills with a commercial understanding.
• A proactive team player, who is able to get the best out of people, process, partners and products.
• Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future.

What's in it for you?

• Joining Airbus Protect with :
• A close and caring management,
• A pipeline of innovative projects,
• A community of recognised experts,
• Great career paths and training opportunities,
• Great benefits:
• 25 days holiday
• Hybrid working
• Flexi time
• Option to purchase holidays
• Generous pension scheme
• Eligibility to a Company profit sharing scheme
• Share optionsAccess to a benefits platform offering car leasing, family health plans, dental plan, shopping discounts and much more ...

Airbus PROTECT brings together experts in risk analysis and management in the fields of safety, cybersecurity and sustainability. We deliver expertise to our own group, Airbus, for whom we act as a privileged partner, but also to external clients.

With over 1,700 experienced professionals based in France, UK and Germany, we service large-scale contracts with companies such as critical infrastructures (CNI), other industries and public institutions.

Our positioning and strategy enable us to meet the highest standards of the market and to meet the challenges of tomorrow as a team...

Airbus Protect is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

You are looking for a position with various activities and real professional opportunities...

Company

Airbus Protect Limited

Contract Type

Permanent

Experience Level

Professional

Job Family

Customer Account and Service Management

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.